*required field. You can change details at any time before activation.

The enrollment number will not limit students' access to materials. Accurate enrollment allows
us to manage site traffic and course activity.

If your course is affiliated with an institution not listed here or you need to create a course to last longer than 6 months,
please contact HBP Customer Service at custserv@hbsp.harvard.edu or 800-545-7685.

Type the information in each box. Boxes marked with an asterisk (*) are required information.
You can change the coursepack information, including the Start and Stop Dates and the quantity,
at any time before you activate the coursepack.

If your coursepack is affiliated with an institution not listed here or you need to create a coursepack
which is longer than 6 months, please contact HBP Customer Service at custserv@hbsp.harvard.edu
or 800-545-7685.

description

Charts the development of outsourcing service provider ExlService. Founded by Indian nationals Vikram Talwar and Rohit Kapoor, the firm has moved through several phases of evolution. At the conclusion of the case, the company is offering highly sophisticated outsourcing solutions to manage complex processes for insurance and financial services companies. Throughout ExlService's history, it constantly faces pressures to revise and redefine its service offerings (as outsourced services become commoditized) and retain its well-trained workers (who are highly sought after in India). Chronicles the connections between the firm's investors and the company's strategy and competencies.

learning objective:

To explore the challenges and opportunities involved in starting and managing a business that operates in two cultures. Also, to help define the company's product (choosing between moving into new services that may be outside the firm's competencies and offering immediately lucrative lower-end services).